Technical Services Manager (MSP)

Technical Services Manager (MSP) Worcester - £45k - £60k + excellent benefits

Our client is a leading Managed Service Provider delivering IT Support, Cyber Security, Unified Communications, Connectivity, Cloud and Software Development Services to businesses throughout the UK.

Due to continued growth and expansion, we are seeking an experienced Technical Service Manager to lead their technical and pre-sales operations, develop our people, drive service excellence, and ensure the successful delivery of support and project services across the business.

This is a senior leadership role responsible for managing technical teams, overseeing service delivery, supporting pre-sales activities, owning technical standards and processes, and ensuring that customer expectations are exceeded.

Key Responsibilities include:

• Team Leadership: Mentor and develop Helpdesk, Field Service, and Project teams; manage capacity and training.
• Service Delivery: Own day-to-day MSP operations, meet SLAs/KPIs, and handle senior technical escalations.
• Technical Governance: Maintain technical standards, documentation, and change control processes.
• Project Delivery: Oversee Microsoft 365 migrations, network upgrades, and cyber security rollouts.
• Pre-Sales & Vendors: Support solution design, review technical proposals, and manage vendor relationships.
• Compliance: Support alignment with ISO 9001, ISO 27001, and Cyber Essentials.

To Be Successful You Will Have

• Experience: 3+ years of leadership experience within an MSP environment.
• Operations: Proven track record in managing technical support teams and IT project delivery.
• Skills: Strong understanding of SLAs, KPIs, process improvement, and stakeholder management.
• Tech Knowledge: Microsoft 365 ecosystem, Azure, networking (routing/firewalls), VoIP, and Cyber Security.
• Licence: Full UK driving licence.

Technical Requirements

• Microsoft 365 ecosystem
• Exchange
• Microsoft Teams
• SharePoint
• Microsoft Intune
• Microsoft Entra ID
• Azure Services
• Cloud technologies and experience with on-prem to cloud migrations
• Networking technologies including routing, switching, wireless and firewalls
• Cyber Security technologies and best practices
• VoIP and Unified Communications platforms
• Broadband, Leased Line and Connectivity services
• Backup, Business Continuity and Disaster Recovery solutions
• CRM, PSA and RMM platforms used within MSP environments

Desirable Skills & Certifications

• 3CX Certification or extensive 3CX experience
• ITIL Foundation or higher
• Ubiquiti, SonicWall or other leading vendor certifications
• Microsoft Technical Certifications
• ISO 9001 and ISO 27001 experience